TalkTalk rings up the most landline gripes

Wednesday 26 June 2013 10:48 BST

P44 Dido Harding

TalkTalk chief executive Dido Harding got some bad news today as her telecoms firm was again named the most complained-about landline company.

Regulator Ofcom said TalkTalk received 0.39 complaints per 1000 customers in the first three months of this year — double the industry average and up slightly on the rate of 0.36 seen before Christmas.

Customers mainly complained about service faults and complaints handling, although Harding has improved the situation compared with recent years.

BT’s level of landline complaints was steady at 0.20 per 1000 customers while Sky had 0.12 and Virgin Media only 0.10.

In the pay-TV market, BT appears to have much work to do with the launch of its Premier League football coverage just six weeks away.

BT Vision had 0.29 complaints per 1000 customers — six times above the industry average.

The most complained-about broadband company was Orange, part of EE, with 0.57 per 1000 customers unhappy. TalkTalk and BT continued to generate above-average complaints while Sky and Virgin were the least complained-about.

A
TalkTalk spokesman said: "We've made significant improvements across the
business. Complaints about both landline and broadband services
have substantially reduced and are almost half compared with the same
quarter last year."